System Management
From the user perspective there is nothing more irritating than technology that doesn’t work or doesn’t provide the information you want. Just as an aircraft can unexpectedly "go tech" – so can the Internet. Internet delivery means that we both have to rely on third party supplier’s equipment and data, e.g. an ISP server, which can lead to failures beyond our control.

In order to achieve a high quality of service we maintain close contact with our suppliers and automatically monitor for late or corrupt data on a continuous basis, with supporting manual checks for data validity and integrity. Additionally, we implement comprehensive internal data and hardware systems monitoring processes that are managed by professional full-time personnel.

As the data centre contains a large amount of complex information. We cannot guarantee that the information is accurate, complete, or up to date for the simple reason that it is received from third parties. Third part suppliers include, but are not limited to:

  • UK AIS Office, Heathrow (NOTAM)
  • UK Meteorological Office, Exeter (MET)

Feedback
We welcome feedback from you, the user, to inform of errors or omissions, and to make constructive suggestions for the improvement of the service. Please use the “Contact Us” links which appear throughout the website.

Email Support Policy
User feedback submitted by email will be acknowledged as being received, allocated a reference number and will be answered within 5 business days. The Support Team will address any issues raised in the standard manner which entails the assignment of a grade of either Critical, Major, Minor or No Impact and remedial action will be taken according to the severity of the problem. For example, if we diagnose the issue as being either Critical or Major, then action will be taken immediately as the quality of our service is directly at risk. The underlying technical reason may be resolved within minutes but as a subscriber you may not be informed of any resolution for up to 5 business days.

Report Grading

GradeImpactInterpretation
1 Critical The service is down or at high risk, there are continual failures and operations cannot safely continue
2 Major The performance of the service has been interrupted and there is risk of recurrence
3 Minor The Client has identified an isolated or localised effect that is a nuisance but does not significantly impact operations
4 No Impact A general question or the need for information